Job Purpose
The role of the E-Service Delivery Officer is to ensure that customer experience at the bank’s E-channels touch points are in line with the bank’s value propositions and increase adoption of the bank’s E- Channels.
Duties and Responsibilities
Generate Data, reports and analytics on customer experience,
Identify market trends based on data generated and analyze same
Recommends potential products or services to management by collecting and analyzing customer needs.
Carry-out surveys on customer experience and provide report.
Designs, implements and maintains the channel strategy to support the Bank’s alternative delivery channel strategy.
Provides project management and advisory services on channels initiatives and projects
Assists in the promotion of our products and services via various electronic channels. Promotes a positive image and ensure that electronic channels effectively support our brand image
Identifies new channels to improve customer adoption and retention.
Contributes to the profitability and growth of electronic channels by creating and maintaining services which are customer focused and support our strategic growth and objectives
Trouble shooting on customer’s complaints and resolving same as authorized
Up and Cross sell the bank’s products and services to call-in customers to grow market share
Creates internal awareness and knowledge sharing for Relationships Officers and other members of staff on E-Banking Channels to ensure adoption and increase sales.
Dealing with customer‘s enquires and complaints professionally
Educate customers on the bank’s products and services, functionalities, features and competitive advantage
Capture and monitor customer complaints, points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately
Handle all enquires and requests of customers and ensure resolution as well as inform customers of the status of their complaint, query or request and record details of contact within stipulated time-frame.
Qualifications & Work Experience
A degree or Higher National Diploma (HND) in the Social Sciences or the Sciences.
Minimum of 2 – 3 years’ work experience in a relevant role.
Competency, Skills & Certifications:
Assertiveness
Good numerical skills and an understanding of statistics
Planning and organization skills
Communication and interpersonal skills
Problem-solving skills
Intermediate level of proficiency with MS Excel
Applicants should send their CV’s and a cover letter to: resumes@addosser.com
Apply via :
resumes@addosser.com
